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CUSTOMER SERVICE


SHIPPING INFO & POLICIES

Thank you for visiting Diane James Home. If you have any questions or need assistance, please contact Customer Service at 877-4DIANEJ (877-434-2635) Monday through Friday, between 10 a.m. and 5 p.m. EST.

All orders are shipped within five to seven business days by UPS Ground for domestic orders or by US Mail for international orders. We offer free shipping on all U.S. orders of $350 or more. Should you wish to receive your Diane James design sooner, please contact Customer Service at 877-4DIANEJ (877-434-2635) Monday through Friday, between 10 a.m. and 5 p.m. EST for shipping options.

We try our best to ship our designs in a timely manner though on occasion, some stems or containers may be temporarily out-of-stock. If this happens, you will be notified within one business day of any delay associated with your order.

RETURNS & EXCHANGES

Each and every Diane James design is hand-made to order especially for you. Should you decide to return your purchase for any reason, you may do so within 10 business days of receiving your order for a refund, exchange or store credit, less the cost of shipping and handling. If you received an incorrect order or the item is damaged, shipping will credited.

Items must be packed in the original box with the original packaging materials as damaged returns will not be honored. Please contact us if you plan to return a purchase to obtain a Return Authorization code. All returns must be shipped insured to the following address:

Diane James Home – Returns
112 Main Street
Norwalk, CT 06851
Ref: # Return Authorization Code

All of our designs are carefully inspected and sent to you with adequate packaging materials. Please file a claim directly to UPS (800-PICK-UPS or 800-742-5877) if any visible damage to the package results in damage to the product within 24 hours of receipt. No claims for damage will be accepted without a claim confirmation number issued by UPS. It is the purchaser’s responsibility to keep all packaging materials and boxes for inspection by UPS. Once we receive notification from UPS that an inspection has been performed, we will immediately replace the merchandise at no additional cost.

CARE INSTRUCTIONS

Given the lasting nature of our designs, we recommend that the flowers be kept out of direct sunlight and dusted often for optimal freshness.

Silk flowers need to be dusted as often as any other accessory in the home (like lampshades, picture frames, etc.) Use a Swiffer duster or a hair dryer set on a low, cool setting. Cool air is better since the hot air may change the form of the flower by warming the fabric. You certainly wouldn’t want your flowers to wilt!

You can use a can of compressed air (like the ones sold at office supply stores to clean computer keyboards) and blast the air into the blossoms, holding the bouquet upside down so that the dust doesn’t settle back on the flowers or faux water. The compressed air is also good for dust that has settled onto the faux water. Again, you should turn the bouquet upside down and blast the air into the vase, aiming for the top of the water.

For orchid blossoms and leaves made of latex covered fabric, use a damp cloth (with water) to wipe down the petals and leaves. Since the fabric is protected, the blossoms and leaves will not change color or form.

PRIVACY & SECURITY

We are committed to protecting the privacy of our customers. By using the Diane James Home website, you are accepting the terms set forth in this Privacy Policy.

Internet Security

When you place an order using your credit card or provide personal information through DianeJamesHome.com, the information is transmitted through a secure server using Secure Socket Layering (SSL) encryption technology before it is sent to us. When the letters "http" in the URL change to "https", the "s" indicates that you are in a secure area employing SSL. Also, your browser may give you a pop-up message noting that you are about to enter a secure area. While no transmission over the internet is guaranteed to be 100% secure, SSL encryption technology provides one of the highest levels of internet security currently available.

If you prefer to place an order by phone, please call us toll-free at 877-4DIANEJ (877-434-2635) Monday through Friday, between 10 a.m. and 5 p.m. EST and we will be happy to help you.

Personal Information

In order to process an order on our website, you will need to provide us some personal information including your first and last name, billing address, shipping address, phone number, email address and credit card number. This information will only be used by Diane James Home and its parent company, Diane James Designs, for the purpose of fulfilling orders, tracking your purchasing history, providing more helpful customer service and for general marketing purposes.

Your email and mailing address will be used to confirm your orders and to receive special promotions from Diane James Home. We WILL NOT SELL any of your personal information.

If you no longer wish to receive promotional mailings from Diane James Home, you may opt-out by sending an email to sales@dianejameshome.com or by contacting customer service at 877-4DIANEJ (877-434-2635).

Children and our Website

Not only is protecting your privacy important to us, but that of children as well. DianeJamesHome.com is not meant to be used by children, nor should children under the age of 18 provide any personal information without the knowledge and written consent of a parent or guardian. We urge parents and guardians to participate in their children's online activities and use parental control or other web filtering technology to supervise children’s access to the web.

Changes to Privacy Policy

Diane James Home reserves the right to change its Privacy Policy and any changes made will be posted on this page. Therefore, you should periodically check this page for changes.

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